Bilingual Member Services Specialist - Residental Mortgage Loan Servicing
About The Position
Join Our Team as a Member Servicing Specialist in our Servicing Department! FocusOne, a Credit Union Servicing Organization (CUSO) located in Northwest Houston, partners with credit unions to deliver exceptional mortgage and auto lending services. FocusOne Mortgage Solutions is seeking a detail-oriented Member Services Specialist to provide outstanding support to our credit union partners and their members. In this role, you'll be the first point of contact for mortgage servicing inquiries, ensuring prompt, accurate, and professional responses. You will assist members with questions on payments, escrow, taxes, and loan servicing, while maintaining compliance and upholding our commitment to excellent customer service.
Requirements
- Excellent communication skills, both verbal and written, to effectively interact with borrowers and clients, both English and Spanish.
- Detail and follow-up oriented.
- Initiative-taker with the ability to work independently and manage time effectively.
- In collaboration skills to work effectively with other departments and clients.
- 2 – 5 years of mortgage servicing or Customer Service experience
- Bilingual
Nice To Haves
- Prior FICS or MSP experience is a plus
- Degree preferred, or equivalent combination of education
Responsibilities
- Receive incoming (phone, email, chat) member inquiries.
- Assist borrowers in making payments and resolving questions.
- Ability to manage upset members and focus on resolving the issues presented.
- Understand and partner with other mortgage departments or clients to assist in the immediate resolution of identified issues.
- Clearly document loan level updates in the system of record.
- Drive first call resolution. Asking questions to clarify needs, listening thoroughly, setting expectations with the members, and providing timely follow-up if needed.
- Follow call scripts to ensure compliance with all department procedures, applicable laws, and regulations.
- Investigate and resolve issues with returned or misapplied payments.
- Collaborate closely with partner Credit Unions to provide status updates and requested reporting.
- Identify and recommend potential process improvements that could enhance borrower experience
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
